Free Access ITIL.ITIL-4-Foundation.v2024-05-21.q161 Practice Test (Page 13)

Which practice guarantees that users nave a range of access channels to choose from to report problems?

A.Service desk

B.Service level management

C.Incident management

D.Change enablement

How does information about problems and known errors contribute to 'incident management'?

A.It enables quick and efficient diagnosis of incidents

B.It enables the reassessment of known erros

C.It removes the need for collaboration during incident resolution

D.It removes the need for regular customer updates

Which is a key requirement for successful service level agreements (SLAs)?

A.They should avoid ambiguous targets such as those relating to user experience

B.They should be written using language and terms v/hich all parties will understand

C.They should be based on system-based metrics which are useful to the service provider

D.They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

Which guiding principle considers customer and user experience?

A.Collaborate and promote visibility

B.Focus on value

C.Start where you are

D.Keep it simple and practical

Which dimension considers the application of artificial intelligence to service management?

A.Value streams and processes

B.Information and technology

C.Organizations and people

D.Partners and suppliers

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